Job Description

About PayU PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part ofProsusgroup, one of the largest technology investors in the world is redefining the way people buy and sell online for our + merchants and millions of consumers. As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. As a Quality Analyst for an outbound call centre, your primary role is to ensure that the quality of customer interactions meets or exceeds the established standards. You will be responsible for monitoring, evaluating, and providing feedback on the performance of outbound call center agents. Here is a detailed job description for a Quality Analyst in an outbound call center: 1. Monitoring and Evaluation: Listen to recorded or live calls to assess the quality of customer interactions. Evaluate agents\' adherence to scripts, professionalism, communication skills, product knowledge, and compliance with company policies and regulations. 2. Quality Assurance: Develop and implement quality assurance programs and processes to improve the overall performance of outbound call center agents. Identify areas of improvement and provide recommendations to enhance customer service and sales outcomes. 3. Metrics and Reporting: Track and analyze key performance indicators (KPIs) such as call volume, conversion rates, customer satisfaction scores, and average handling time. Generate reports on agent performance, trends, and areas of concern. Present findings to management and make suggestions for improvement. 4. Coaching and Training: Provide constructive feedback to agents based on performance evaluations. Conduct coaching sessions to address areas of improvement, enhance sales techniques, customer service skills, and product knowledge. Collaborate with training teams to develop and deliver training programs for new and existing agents. 5. Compliance and Quality Standards: Ensure agents comply with legal and regulatory requirements, industry standards, and company policies. Stay up to date with industry best practices and emerging trends in customer service and call center operations. 6. Process Improvement: Identify process inefficiencies and suggest improvements to enhance overall call center performance, customer satisfaction, and sales outcomes. Collaborate with relevant teams to implement process changes and monitor their effectiveness. 7. Customer Experience Management: Analyze customer feedback, complaints, and escalations to identify recurring issues or trends. Work closely with customer service teams to address customer concerns and improve the overall customer experience. 8. Cross-Functional Collaboration: Collaborate with other departments, such as Sales, Customer Service, and Operations, to ensure alignment and optimize overall business performance. Provide insights and recommendations to stakeholders based on quality evaluations and customer feedback. 9. Technology Utilization: Utilize call monitoring and quality assurance software systems to assess agent performance, generate reports, and identify areas of improvement. Stay updated on emerging technologies and tools that can enhance quality monitoring and evaluation processes. 10. Team Management: Provide guidance and support to a team of quality analysts. Assign tasks, set performance expectations, and provide regular feedback on individual and team performance. Foster a positive work environment that encourages professional growth and development. In summary, as a Quality Analyst for an outbound call centre, you are responsible for monitoring, evaluating, and improving the quality of customer interactions. By analysing performance metrics, providing feedback, coaching agents, and implementing process improvements, you aim to enhance customer satisfaction, sales outcomes, and overall call centre performance. About us: At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high-growth markets the financial services and products they need to thrive. Our expertise in 18 high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs, to offering credit to underserved individuals, to helping merchants buy, sell and operate online. Being part ofProsus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more Our CommitmentToBuilding A DiverseAndInclusive Workforce As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive and safe environment, for all of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and everyPayUneerso they can succeed, irrespective of gender, color or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities or the LGBTQ communities.

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